SMG - Service Management Group is hiring a
Support Engineer

Summary

The job description is for a Support Engineer position at SMG, a leading experience management provider. The role involves handling client requests, analyzing data, and providing input to internal teams. The ideal candidate should have 2+ years of experience in a high-volume technical customer support role, preferably in a SaaS environment.

Requirements

• 2+ Years Experience working in a high-volume technical customer support role
• Ability to establish and maintain effective working relationships with others
• Ability to learn new technologies and solutions with a drive to continually learn – you are proficient working in at least one industry technology (programming language, database, scripting, application, etc.)
• Experience providing 24x7 application support
• Excellent knowledge of English
• Dedicated internet access (30Mb/s download / 20 Mb/s upload) and a computer with at least 8Gb of memory

Responsibilities

• Handle client requests through tickets and calls, with a goal of one-touch resolution for questions or operational items
• Follow-up with clients on any outstanding issues, with a goal of 100% customer satisfaction
• Analyze client-provided data, applying your troubleshooting skills to resolve more complex or general issues
• For issues outside Support’s scope, gather all required information via templates and guides to ensure the next level team has enough data to resolve
• Provide input and recommendations to internal teams and leadership on any changes required for templates, data collection, or troubleshooting docs

Preferred Qualifications

• Experience supporting applications or large-scale systems preferably in a SaaS environment
• Experience supporting and troubleshooting Web based applications

Benefits

• Fully Remote, fulltime position
• Unlimited PTO
• Diverse, experienced, friendly team which will welcome you, support you and challenge you
• Equal opportunity employer. We celebrate diversity and create an inclusive work environment in which all our colleagues experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company’s success